What’s the most valuable lesson you’ve learned working in CX?

Focus on what matters most to all to create better outcomes for all.

What’s the No. 1 challenge facing CX teams right now? And how should they navigate it?

Increasing the strategic value of customer centricity. Start to demonstrate how customer centricity contributes to the business and embed the business practices to achieve this.

Which is your favorite CX event to attend and why?

It has to be the CXWG ‘Live and in person’ event in Vilnius, Lithuania in November 2024. Over 40 professionals came together and put their CX skills to the test, creating solutions for charity. We all learned so much through the process.

What’s your big prediction for the future of CX?

Customer Experience Management becomes recognised alongside other business levers as an opportunity to drive business growth and efficiency.

How will you keep contributing to the CX community?

In several ways; I have a number of new podcast episodes lined up, there will be a series of events and roundtables with a focus on specific CX topics; e.g. UHNWI, CX L&D, CX Strategy, we have 6 CXWG scheduled for 2025 and are discussing 3 more…which means a least another 10 charities helped, we have created several CX communities to allow professionals to have a more defined discussion, and I will continue to deliver articles on CX, white papers and webinars on CX topics.